Not getting any ringtone for the incoming calls

[perez.koh]

Hi 3CX Support,

Some of the users use the 3CX Web client on Chrome. They all are facing an issue while receiving incoming calls. There is no incoming call ringtone. They are also using the updated version of Google Chrome.

May I know if there is any solution for this case?

Looking forward to your reply.

Regards,

​

 

[NikosT_3CX]

@perez.koh what is the version of the 3CX you are using ?
Also, does this happen to any other 3CX clients, like mobiles ? On deskphones you have the same issue ?

 

[perez.koh]

Hi,

>what is the version of the 3CX you are using ?

It is 18.0 (Build 418)

>does this happen to any other 3CX clients, like mobiles ? On deskphones you have the same issue ?

they are using Google Chrome Browser on Windows PC.

Looking forward to your reply.

 

[Charles_3CX]

Where do you have it set to ring, under the webclient > Settings > Audio/Video section for the Ringer?

 

[perez.koh]

Hi,

Please refer to the attached screenshot for the settings.

Thank you.

 

[JosIPVG]

Is it only the ring they are missing or do they have no audio at all when accepting a call?

 

[perez.koh]

Hi,

Please note that the issue is with the ringing, not getting any ringtone for the incoming calls.

Regards,

 

[Charles_3CX]

So to clarify, when getting incoming calls, there is no ringing sound heard from the computer's speakers is this correct? but when you answer the call you hear the caller through the same device as set for the ringer? is this also correct?

 

[perez.koh]

Hi,

There is no notification or ringing for incoming calls from the public. However, if a user uses his IP phone to call the hotline, there will be a notification, and the computer’s speaker will ring.

When there is no notification nor ringing, yet to hear the caller.

Please advise.

 

[perez.koh]

Can anyone please advise?

 

[Charles_3CX]

Can you please, clarify when you say no notification and ringing do you actually mean that, some calls do not come through to the extension? And if so you should switch on verbose logging, test a call and check logs or contact a 3cx partner to have them assist you.

 

[perez.koh]

Can you please, clarify when you say no notification and ringing do you actually mean that, some calls do not come through to the extension? And if so you should switch on verbose logging, test a call and check logs or contact a 3cx partner to have them assist you.

Our users are using the web client not the extension, and yes, no ringtone and notification coming from the public, internally it is working.

 

[JosIPVG]

With calls coming through to the extension he means to ask if they do not get some calls from external parties, not wich version of the softphone you utilize.

So in easier questions:
Do external calls reach the users and is it only the notification sounds they are missing?

 

[perez.koh]

>Do external calls reach the users and is it only the notification sounds they are missing?

There is no notification or ringing for incoming calls from the public.

 

[Charles_3CX]

So the issue is that calls do not arrive at extensions,
Can you please answer the following:

• Are you using a support sip trunk, and if so, which?
• Do you have multiple DID's and where are calls directed to via the inbound rules

 

[perez.koh]

May I know what is the "sip trunk" and "DID's"?
How I can check this from my side? could you please share the steps?
Looking forward to your reply.

 

[JosIPVG]

Hello Perez,

Do you manage the PBX by yourself or do you have an external company that does this for you?

A SipTrunk is the line over wich you call.
The DID is the number wich is associated with this Sip trunk that calls come in on.

 

[perez.koh]

>Do you manage the PBX by yourself
Yes.
May I know if we can find the "sip trunk" and "DID's" from our side?
If yes please provide the steps.
Looking forward to your reply.

 

[JosIPVG]

Good morning Perez,

The sip trunk you can find in the Sip trunk area of the management interface.
Under the sip trunk tab you wil find the Inbound Routes, here is where the DID's come into play.


Are there any inbound routes configured that lead from external calls to the users?
Do you have a "supported"sip trunk configured from a preffered provider?

 

[Sean Png]

Hi,

Yes, there is an inbound route configured. May I know if you would like to have more details about it?